Introducing K:AI Customer Agent: your always-on conversational AI agent for service and sales

Disclaimer: K:AI Customer Agent is currently available in English. Additional languages will be available in 2026.

At Klaviyo, we’ve always believed that every customer interaction—whether it happens before, during, or after a purchase—is an opportunity to build stronger relationships and grow revenue. That’s why we’re excited to introduce K:AI Customer Agent.

Customer Agent is the one of two new K:AI agents, purpose-built for service and sales. While it lives within Klaviyo Service, it is powered by K:AI—our AI that plans, personalizes, and acts across the customer journey. That means Customer Agent is more than a support bot. It’s part of a broader ecosystem of AI Agents that unify marketing and service, all embedded in the Klaviyo Data Platform.

What is Customer Agent?

Customer Agent is a 24/7 conversational AI agent built for B2C marketers and service teams. It engages with customers across web chat, SMS, email (beta), RCS, and soon WhatsApp. Automatically trained on your storefront, help docs, and Klaviyo data, Customer Agent gives shoppers instant answers, recommends products, and tracks orders, all while fueling smarter marketing.

What’s different about K:AI Customer Agent

Most chatbots today deflect. K:AI Customer Agent converts. 

Because it’s built as part of K:AI, it can act on real customer data in real time—adding items to cart, resolving order issues, and fueling marketing insights automatically. That’s how Customer Agent transforms service from a cost center into a revenue driver.

“In the last 90 days alone, Klaviyo Customer Agent handled over 50% of support conversations without any service team involvement,” says Rachel Fagan, VP of Marketing at HappyWax. “Customers get instant answers, and our team gains bandwidth for high-touch moments. That’s setting us up for success.”

What Customer Agent can do for your brand

Customer Agent works across channels to power both support and selling, giving your team more time and giving your customers more reasons to buy.

Customer Agent use cases include:

• WISMO (Where is my order?): Instantly look up order status so your team isn’t bogged down by this common support request.
• Resolve sizing, fit, or product questions before drop-off: Prevent lost sales by giving shoppers confidence in what they’re buying.
• Make every message a conversation: Add open-ended prompts like “Need help finding the right style?” to spark engagement.
• Bring your Agent persona to life: Introduce your Agent with a name or role (e.g., “I’m Maya, your fit guide”) to create a more human, trustworthy experience.
• Expand beyond abandonment: Respond to questions from welcome flows, answer post-purchase questions, and support last-minute promo campaigns with instant replies.
• Scale personalization with no extra lift: Deliver timely offers, product recommendations, and answers automatically—powered by your Klaviyo data.

The result is fewer abandoned carts, faster resolutions, more confident buyers, and support teams free to focus on the issues that really need them.

A new era of conversational marketing

Customer Agent serves both marketing and service. The benefit for support teams is obvious: reduced ticket loads. But for marketers, the value goes even further.

Every interaction with Customer Agent feeds back into K:AI, influencing segments and sharpening personalization across marketing and service. This means a service chat about order status can improve your next campaign send time. A product recommendation in chat can influence the segment a customer belongs to. With K:AI, marketing and service stop living in silos—and start working together to grow revenue.

Here are just a few examples of what this might look like in action:

• A welcome text can go beyond offering a discount and instead invite customers to engage. “Welcome to Terazza! I’m Maya, your fit guide. Enjoy 15% off with code TERRA15. Text me anytime with Qs on sizing, fabric, or fit.”
• Abandonment flows, product drops, and sale alerts become invitations to dialogue: “You left something in your cart. Can I answer any questions about sizing or materials?”

These are two-way conversations that drive conversion, extending your marketing into live, shoppable conversations across channels including SMS, web, email (beta), and soon WhatsApp.

Insights and reporting

Customer Agent also helps you measure the business impact of customer service and experience. With it, brands can:

• See AI-generated sales: Track exactly how much revenue Customer Agent is driving.
• Measure resolution rates and response volume: Understand how Customer Agent transforms the customer experience.
• Spot information gaps: Identify where new custom answers may be needed.
• Fine-tune responses (coming soon): Use real customer conversations to shape more effective replies.

Service that sells

With the Klaviyo Service suite, which includes Customer Hub, Customer Agent, and Helpdesk, your team can unify marketing and service in one platform. The result is faster resolutions, stronger relationships, and customer experiences that drive revenue.

Just as important, Customer Agent is built with visibility, safety, and trust in mind. Every answer it provides is grounded in the knowledge you supply, and when it doesn’t fully know the answer, it seamlessly hands off to your team. 

Admins gain real-time visibility into every conversation, can trace the exact sources Customer Agent pulled from, and can monitor performance to build trust and confidence in the system. Guardrails ensure the agent stays on-brand, on-topic, and aligned with your business.

Finally, setup couldn’t be easier since there is no coding required. Customer Agent automatically ingests your storefront and content so you can go live in just a few minutes. From there, it continues to learn and improve over time, getting smarter with every interaction.